The Knowledge Base feature offers the flexibility to create and manage dedicated knowledge bases for your AI tools. A properly configured knowledge base ensures you will deliver accurate, context-aware responses tailored to your business needs. This guide walks you through the setup process and outlines best practices to help you maximize the effectiveness of your AI integrations.
Creating a Knowledge Base #
To get started, navigate to the Knowledge Base tab inside the AI Agents section and click the “+ Create Knowledge Base” button.
A pop-up window will appear, prompting you to enter a unique name for your knowledge base. Once added, save by clicking Create to proceed to the next steps.
Note: You can add up to 15 knowledge bases to your account.
Click +Add Source, then select the entry type.
Web Crawler #
The Web Crawler option allows you to enter the link for the Knowledge Base. Use publicly available information from websites and ensure that it provides accurate, context-specific responses. You can configure the Web Crawler to include data from specific URLs, paths, or entire domains, as well as from Google Docs.
Note: Ensure Google Doc files are set to “public” by changing the share settings to “Anyone with the link.”
Select from multiple domain types based on how broadly you want to crawl the site. You can choose exact URLs, URLs with specific paths, or entire domains.
After selecting the appropriate URL type, enter the URL in the provided field, then click the “Get Data” button to begin crawling the URLs. The process duration will depend on the number of URLs being crawled.
Once the crawl is complete, you can select individual URLs or opt to “select all” to include links obtained from the “All URLs with the path” or “All URLs in this domain” options in your bot’s training data. The uploaded links will be displayed in the section below, and the system will refetch the information and update the training data cyclically.
FAQs #
Select the FAQs option to add question-and-answer pairs addressing common client inquiries, as an alternative to uploading a link.
Click Save to maintain your changes, enhancing the usefulness of your knowledge base.
Tables #
The Tables option allows you to upload data organized in a spreadsheet via CSV files. To use it, first upload your CSV file (max 10MB, up to 20 columns) and enter a name for identification.
Review the automatically detected schema and column types, then click Next.
Start querying your data using natural language once processing completes.
Rich Text #
The Rich Text section enables you to add and format content directly in a rich text interface, allowing quick edits, summaries, and knowledge updates without file uploads.
Once you’ve written your content, click Save to add it to your bot’s training.
After saving an entry, you can reaccess it by clicking on it in the left sidebar.
File Upload #
This option allows you to drag and drop or upload your .doc, .docx, and PDF files from your desktop to import content seamlessly into your Knowledge Base.
By following the setup steps and leveraging options like web crawling and FAQs, you can ensure your AI tools will be better positioned to support your business goals and deliver a seamless user experience.
Best Practices for Managing Knowledge Bases #
- Assigning Knowledge Bases Strategically: Use separate knowledge bases for different teams or purposes (e.g., sales, support, product). This enables AI agents to specialize and deliver more relevant responses.
- Keeping Content Up to Date: Regularly review and update your knowledge base content to ensure accuracy. All changes are reflected instantly in your agent’s responses.
- Monitoring and Improving Performance: Track how often the knowledge base is triggered and evaluate response quality. Use analytics and feedback to refine prompts or update content as needed.
Frequently Asked Questions #
Can I assign more than one knowledge base to a single Voice AI agent? #
Currently, only one knowledge base can be assigned per agent.
How quickly are knowledge base updates reflected? #
Updates are immediate and instantly applied to agent responses.
How do I create a knowledge base? #
Go to the Knowledge Base tab inside the AI Agents section, click “+ Create Knowledge Base,” enter a unique name, and click Create.
How many knowledge bases can I add? #
You can add up to 15 knowledge bases to your account.
What source types can I add to a knowledge base? #
You can add sources via Web Crawler, FAQs, Tables (CSV), Rich Text, and File Upload (.doc, .docx, and PDF).
What are the limits for uploading a CSV table? #
CSV files can be up to 10MB and contain up to 20 columns, and you provide a name for identification before processing.
